topic Re: Trying to get information. in Get Support

Trying to get information.

LiamCer — Wed, 17 Jul 2024 21:46:00 GMT

I have a PEI public mobile number.

I’m in Reno on business.

I bought the Canada-US 50 GB plan.

When I bought it, it now says Canada only.

So I bought the Canada-US plan again.

But now it still doesn't work.

How can I get help setting this up right or getting a refund? I can't submit a ticket. It freezes.

Re: Trying to get information.

eddieO — Wed, 17 Jul 2024 22:03:11 GMT

@LiamCer, do you have you data roaming turn on? Depending on what phone you have you may want to keep it on 4G while in the US so that your phone can work with AT& or T-Mobile. If your phone is on the Public Mobile whitelist for VoLTE devices then you should be able to call on either but if you are having issues with making/receiving calls you will want to lock onto T-Mobile for calls.

As for the refund, you will need to contact a CS_agent:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Trying to get information.

Phil_Adelphus — Wed, 17 Jul 2024 22:11:33 GMT

@LiamCer There are two $34 50GB plans, one is Canada-US and the other is Canada-only with unlimited data, is it at all possible you accidentally picked the wrong one? If not, is anything working? If you have a non-VoLTE phone data and texting should still work but voice calls are iffy unless you can connect to T-Mobile's 2G network (there is no more 3G in the USA).

Re: Trying to get information.

eddieO — Wed, 17 Jul 2024 22:18:04 GMT

@LiamCer to confirm which plan you are on go into you Public Mobile app, the first tab is "Subscription" and there is a spot that says "Manage Subscription", go into that. It should look similar to mine:

Re: Trying to get information.

LiamCer — Thu, 18 Jul 2024 03:46:33 GMT

I did have roaming off. I think that fixed it.

Re: Trying to get information.

LiamCer — Thu, 18 Jul 2024 03:47:01 GMT

I bought one then the other. Need a refund.

Re: Trying to get information.

LiamCer — Thu, 18 Jul 2024 03:47:26 GMT

Yes. That is mine.

Re: Trying to get information.

Phil_Adelphus — Thu, 18 Jul 2024 09:49:00 GMT

@LiamCer I bought one then the other. Need a refund.

You would need to contact customer support if you want to make a case for a refund, we are only customers here in the community. If you can't open a ticket via the chat icon bottom right of this page then use the private messaging link @eddieO gave you. You must be logged in to this community for it to work.